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Housekeeping

Standard Operating Procedure


Update: 01.07.08 / CO-HK-SOP-Index

Hotels & Resorts Housekeeping SOP Index

Code Topic

Daily Services

1. CO-HK-SOP-001 Sequence of the Daily Room Cleaning Service


2. CO-HK-SOP-002 Room Attendant/Room Maid Tasks and Responsibilities
3. CO-HK-SOP-003 Key Control Procedure
4. CO-HK-SOP-004 Work Assignment Sheets
5. CO-HK-SOP-005 General Safety Tips
6. CO-HK-SOP-006 How to enter a Guest Room
7. CO-HK-SOP-006.2 Guest Room Service Standards/Requirements
8. CO-HK-SOP-007 Cleaning and Dust Techniques
9. CO-HK-SOP-008 Make up of a Guest Room
10. CO-HK-SOP-009 DHR Guest Room Amenity Setup - Group Standard
11. CO-HK-SOP-010 Restocking of Mini-Bar
12. CO-HK-SOP-011 Lost and Found
13. CO-HK-SOP-012 Closet/Pantry Supply
14. CO-HK-SOP-013 Turndown Service
15. CO-HK-SOP-014 Room Status Definitions
16. CO-HK-SOP-015 Master Key Handout Procedures
17. CO-HK-SOP-016 The Professional Maid - a HK Glossary
18. CO-HK-SOP-017 The Professional Maid - Cleaning Techniques
19. CO-HK-SOP-018 Supervisor - Bathroom Inspection
20. CO-HK-SOP-019 Supervisor - Room Inspection
21. CO-HK-SOP-020 Linen Control Procedure
22. CO-HK-SOP-021 Public Area Cleaning Procedures
23. CO-HK-SOP-022 Guest Complaint and Request Handling
24. CO-HK-SOP-023 Telephone Handling

Housekeeping Department Reports

25. CO-HK-RP-001 Rooming List for Room Maids


26. DCO-HK-RP-002 Room Status Check List (Floor Supervisor)
27. CO-HK-RP-003 Daily Mini-Bar Inventory Report - Store Requests
28. CO-HK-RP-004 Mini-Bar Price List - Sample
29. CO-HK-RP-005 Lost & Found Tag
30. DCO-HK-RP-006 Cleaning Schedule Public Areas (Public Cleaner)
31. CO-HK-RP-007 Daily Mini-Bar Sales Report (all Rooms)
32. CO-HK-RP-008 Room Maid Checklist Report - Room Status/Linen
33. CO-HK-RP-009 Guest Laundry Checklist (Floor Supervisor/Clerk)
34. CO-HK-RP-010 Room Status Report
35. CO-HK-RP-011 Sending & Returning of Laundry (Room Boy)

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 1
Housekeeping

Standard Operating Procedure


Update: 01.07.08 / CO-HK-SOP-001

Sequence of the Daily Room Cleaning Service

Objective

This SOP is to ensure that the daily service has been done properly in accordance with the room
attendant task list.

Procedures

Example:
Check guest name (from worksheet assignment list)
Knock on the door
Get guest amenities for assigned rooms
Keep your cart and working areas organized
Prepare the guestroom for cleaning
Place caddy in bathroom
Begin to clean the bathroom
Clean the bathtub and shower area (remove shower head if possible and deep clean carefully)
Clean the toilet
Clean the sink and vanity
Clean bathroom floor
Finish cleaning the bathroom
Clean the guest room closet
Make the bed
Dust the guest room
Replenish amenities and supplies, towels and bathrobes
Strip-down bed, collect dirty linen and note down supplies needed to be replenished
Clean windows, line tracks and gaps
Cleaning of balcony equipment and floor (if applicable)
Check room for maintenance request; all TV channels, air-condition, all lights, hot and cold
water and pressure, etc.
Collect rubbish
Check mini bar
Remove dirty linen replace with clean linen, supplies and mini bar items from the pantry
Clean closet and all furniture
Replenish mini bar
Quality check (arrangements, amenities) - use the standard check list only
Cleaning of floor
Close/Set curtain to standard
Update status on telephone
Exit room and secure door
Update the room as cleaned on the worksheet assignment list

Remark

During service of a guest room


1. Fruit basket trays, room service items are to be removed to the HK pantry
2. Every maintenance order is written down for every room, and send to Engineering
3. Valuable items found in the room are recorded and informed to the Head of Department

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Housekeeping

Standard Operating Procedure


Update: 01.07.08 / CO-HK-SOP-002

Room Attendant/Room Maid Tasks and Responsibilities

Tasks

Follow sign in/out procedures


Follow key control procedures
Follow the work assignment sheet
General safety
Enter the guest room
Clean and dust the room
Make up room
Set up amenities
Restock the mini bar and prepare a charge slip
Report and submit Lost and found items
Maintain linen
Assist in turn down service
Any other tasks assigned by the Executive Housekeeper or his/her Assistant

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 1
Housekeeping

Standard Operating Procedure


Update: 01.07.08 / CO-HK-SOP-003

Key Control Procedure

Objective

This SOP is to ensure that all keys are requested and returned in the correct order with reference to the
issuer.

Procedures

1. A key for the assigned floor is issued from the Housekeeping Department.
2. The key is signed out in the key log book.
3. Name is signed next to the corresponding key number. Write in the time the key is issued.
4. Key(s) must be kept on a key chain holder (key holder is with the respective person at all times),
or on the housekeeping trolley.
5. Return the key to where it was signed out. Sign in the sign-in section.

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 1
Housekeeping

Standard Operating Procedure


Update: 01.07.08 / CO-HK-SOP-004

Work Assignment Sheets

Objective

This SOP is to ensure that all assignments are completed in a legible manner.

Procedures

1. Pick up the work assignment sheet at the Housekeeping Office.


2. The assignments will be written on the assignment sheets regarding the rooms to be done.
3. Prioritize the completion of tasks with; the arrival rooms to be completed first, then unblocked
vacant rooms, and check-out rooms last.
4. Tick-off the rooms as they are completed.
5. Return the completed assignment sheet to the Housekeeping Office at the end of the shift.
6. All assignment tasks must be completed. If however the assignment sheet can be not
completed within the given shift, the sheet is to be hand-over to the shift which is doing the turn
down service.

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 1
Housekeeping

Standard Operating Procedure


Update: 01.07.08 / CO-HK-SOP-005

General Safety Points

Objective

Safety is of everyones concern. Below is a list of some procedures to increase the safety of all hotel
Housekeeping associates:

Care should be taken when working with chemicals.


Use rubber or cloth gloves when handling cleaning solutions and when emptying trash.
Keep traffic areas clean and free of obstructions, i.e.; tools, equipment and cords.
Do not overload trucks or trolleys so that one can not see over the load.
When moving tall trucks or tall pieces of furniture there should be at least two person involved.
When transporting item such as mops from one place to another, hold the handle parallel to the
body.
Walk, never run.
Put up notice signs before and while cleaning floors.
Make sure that cleaning solutions are correctly identified and properly diluted.
Follow label instructions; never mix chemicals.
Chemical equipment is kept separately and locked.
When hands are wet or when standing on the wet/damp floor; do not touch light switches or
handle electrical appliances.
When unplugging electrical equipment, do not pull the cord from a far distance, pull-out the
plug from the socket.
Never use equipment with defective electrical cords or plugs.
If equipment is not functioning properly, have it repaired immediately.
Long electrical cords from lamps or electrical fixtures should be wrapped and tied properly to
prevent tripping.
If ladders are used, make sure they are firmly placed. There may be local regulations, which may
require one person holding the base of the ladder while the other is on it.
Know the location of the First Aid Box and fire extinguishers.
Never reach into wastebaskets with unprotected hands.
Loose or broken faucets, handles, grab-bars, soap dishes, broken chairs, dressers or tables must
immediately be reported to the Head of Department.
Tools of all kinds are a tremendous help, however to fully benefit from them and avoid
accidents, each and every tool must be used properly and safely.
Unplug any unattended appliance(s) you may find. Be alert to things, which may cause
accidents. Report them to the Housekeeping Office. Report any unusual electrical equipment
the guest may have brought in to the room.
Look before walking through doorways, around corners, out of elevators, out of rooms, etc.

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 1
Housekeeping

Standard Operating Procedure


Update: 01.07.08 / CO-HK-SOP-006

How to enter a Guest Room

Objective

This SOP shall ensure the correct procedure of how an employee can enter a guest room.

Procedure (Cleaning of a guest room)

Always assume that someone is in the room and allow them the time to get to the door.

1. Before entering the guestroom:

a) Softly knock on the guest room door/ring the bell.


b) Wait 10 seconds and knock/ring the bell again if there is no answer.
c) Announce yourself with name and department;
Good morning/afternoon/evening, this is Khun Somchai from Housekeeping.

2. Wait for the guest to open the door.

3. When the guest opens the door:

a) Smile and greet the guest by name and with a wai.


Good morning/afternoon/evening Mr Brown.
b) The name is on the worksheet which will be kept with you for the information needed to service
the guest. Names are used at all times:
Good morning Mr. Brown would you like to have your room cleaned now?

4. If the guest wants the room serviced at this time:

a) Before entering a guest room, always ask for permission:


May I enter you room Mr. Brown? go in quietly and begin.
b) You shall make conversation with guest, but refrain from asking personal question.
How are you today, did you plan any sightseeing tours for today?, Did you ever visit our Spa
before?

5. If the guest request that you return later:

a) Ask at what time you should return.


What time would be convenient for you Mr Brown?
b) Thank the guest and leave quietly.
Thank you and have a beautiful morning/day/evening/night Mr Brown?
c) Note the return time requested.
d) If the request is after 16:00, notify the Floor Supervisor or Executive Housekeeper that the room
can be assigned to the afternoon shift.

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 1
Housekeeping

Standard Operating Procedure


Update: 01.07.08 / CO-HK-SOP-006

How to enter a Guest Room

Procedure (Cleaning of a guest room) - Continued

6. If the guest refuses the service:

a) Offer fresh, clean towels and amenities and to empty the bin.
How about some fresh and clean towels Mr Brown?
b) Make a note on the worksheet.

7. If the guest room has a Do not disturb sign or is double-locked.

a) Slip a service card under the door at 16:00.


b) If the guest does not call, or if it is after 16:00, notify the Housekeeping coordinator to call the
guest to determine what time he/she would like the room cleaned.
Dear Mr Brown, I have noticed that your room has not been cleaned today, would you like to
have your room cleaned now? What time would be convenient for you?
c) If there is no answer after 24 hours, please contact the Floor Supervisor or Executive Housekeeper
to check by a follow-up call or in person.

Other rules for entering of guest rooms

1. Associate is positioned in front of the guestroom door.


2. Housekeeping cart is placed in front of the open door.
3. Before the associate allows a guest to enter an open room, associates makes sure the guest has
a valid key for the room.
4. Guests with no or non-valid key are not allowed to enter the room.
5. Guests requiring a room key are referred to the front desk and informed that this is a Dara Hotels
& Resorts Security Procedure.
6. Associates of the Housekeeping Department do not unlock guestroom doors for guests at any
time.

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Housekeeping

Standard Operating Procedure


Update: 01.07.08 / CO-HK-SOP-006.2

Guest Room Service Standards/Requirements

Guest Room Service Standards/Requirements

1. Housekeeping service is available 24 hours per day for special requests. This may not apply to
certain Resort/Hotel and properties.
2. Show rooms are available daily and set with flowers and fruit tray/basket.
3. Every room receives at least one daily international newspaper.
4. International electricity converters are available and delivered within 5 minutes of request. At
least 10 pieces are available at the hotel/ resort.
5. Baby cots are available.
6. If baby cots are requested at the time of reservation, cots are placed in the guest's room prior to
arrival.
7. The following items are available upon request: Additional bath linen, additional bed linen,
additional bath robes, a clothes brush, flower vase and additional hangers.
8. The following items are available upon request: Tampons/ sanitary towels, a razor kit, tooth
paste/tooth brush, iron and ironing board, additional slippers, high chair, umbrella, nail file, polish
remover and laundry detergent (for hand washable clothes).
9. Guest request items are delivered within 5 minutes of request received.
10. Privacy signs (Do not disturb) are honoured at all times (except if service has been requested by
the guest).
11. If privacy sign (Do not disturb) is displayed for more than 24 hours, the room is checked by the
Executive Housekeeper or Assistant (in person or by calling).
12. If a room cannot be cleaned until 16:00 because of the privacy sign, guests are notified (note
under the door) to contact HK in order to have the room cleaned.
13. Guest receives information note between 16:00-18:00.

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 1
Housekeeping

Standard Operating Procedure


Update: 01.07.08 / CO-HK-SOP-007

Cleaning and Dust Techniques

Objective

This SOP ensures the correct mechanical technique and cleaning utensil is used for each individual
item in a guest room.

Furniture

1. Wipe from the top to down.


2. Do not clean furniture drawers that contain guest belongings.
3. Wipe glass tops with a glass cleaner only.
4. Impregnate with a special furniture balm/spray.

Pictures and Mirrors

1. Clean with glass cleaner.


2. Glass must be free of streaks and smudges. Use newspapers if you have difficulties to dry-off
streaks.

Lamps and Shades

1. Clean the light bulbs carefully with dry cloth.


2. Check that the bulbs are working and that all floor lamps have 3-way bulbs.
3. Lamp shades will be free of dust and stains, with the seams facing the wall.
4. Wipe the entire lamp base with a damp-wipe.
5. Make sure that the cord lies neatly and is not frayed.

Remark: Call Engineering to replace burned-out light bulbs in recessed lights, wall fixtures and
bath sconces, issue maintenance requests accordingly.

Phones

1. Disinfect with disinfection cleaner.


2. Clean the ear and mouthpiece.
3. Brush the grooves.
4. Replace worn-out decals (decals: stickers indicating a certain service by pressing that button).
5. Make sure the phones are in good working order.

Mattress

1. Dust-beat weekly.
2. Send to the laundry/use special cleaning company once a year for deep-cleaning.

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 1
Housekeeping

Standard Operating Procedure


Update: 01.07.08 / CO-HK-SOP-007

Cleaning and Dust Techniques

Closets

1. Clean shelves with damp wipe. Clean rod, wooden hangers and louvered doors.
2. Clean wooden valet, cloth brush and shoe horn.
3. Clean turn down tray and place under the safe.

Sofas and rattan Chairs

1. Brush rattan from top to down.


2. Remove all cushions and pillows and clean underneath.
3. Fluff cushions and rotate them into the right order.

Wooden Waste Basket

1. Empty and damp-wipe inside-out.


2. Replace square liners.
3. Ensure that the wicker is in good condition and not frayed.

Plants

1. Damp-wipe leaves and plant-base.


2. Notify Gardeners if plants need care or replacement.

Mini Bar

1. Damp-wipe counters and cabinets.


2. On check-out, clean glass shelves and replace glassware.
3. Clean door shelves, rubber and bottom of refrigerator.
4. Double check all expiry dates of products according to check list and replace where
appropriate.

Television

1. Clean with all-purpose cleaner.


2. Check TV channels are matching with the Hotels TV guide.

Curtains

1. Dust-wipe curtains with a carpet beater.


2. Send to laundry once a year for deep cleaning.

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 2
Housekeeping

Standard Operating Procedure


Update: 02.07.08 / CO-HK-SOP-008

Make up of a Guest Room

Objective

This SOP ensures the correct way of how a make up of a guest room has to be done effectively and
efficiently.

Procedures

1. Hang a notice sign on the door knob while the Room Attendant is cleaning the guestroom, or
open the door with the cart placed in front of the room.
2. Turn on the lights. Do not turn on he air-condition (Resorts) but double check air-condition of
functionality after room cleaning.
3. Carry the vacuum machine, supplies and cleaning basket into the guestroom and place the
cleaning supplies in the bathroom area.
4. Open the drapes and sheers. Make sure the room is well ventilated by opening windows, if
applicable.
5. Remove all room service items/fruit trays etc to the housekeeping pantries and call-in room
service for cleaning of all pantries.
6. Empty ashtray(s) from smoking rooms or balcony, spray with all-purpose cleaner, and wipe
clean.
7. Collect all trash and place in trash bag/trash can.
8. Remove all dirty glasses from the room for cleaning. Replace with clean and polished glasses;
check that coasters are in good condition (no ears, not worn-out).
9. Remove soiled linen from the bathroom, strip bed(s) and place all dirty linen in the linen chute.
Put blankets, pillows and bedspread on a chair dresser. NOT on the carpet or bathroom floor.
Check cleanliness of the bed pad and the bed skirting, replace when needed.
10. When removing soiled lined and trash from the guestroom, check for bed and bath linen
needed to be replaced. Make one trip to the linen closet closest to you.
11. Clean and soiled linen should NEVER be in the room at the same time.
12. Call maintenance deficiencies to the Housekeeping Department for immediate action.
13. Make up the bed.
14. Go around the room in clockwise direction, dusting and cleaning of all furniture. Preventing an
accumulation of dust makes cleaning easier. Inspect the undersides of desks, tables, and dust
necessary. All collateral should be neatly arranged. The Guest Service directory must be free of
stains. Double check always:

Entry doors - Inside drawers


Pictures - Mirrors
Window sills - Under chair cushions
Headboards - Lamps/shades
Vents - VCR clock (off position/ correct time)
Clock (correct time) - Telephone (line # 1 on , where applicable)
TV/CD/DVD stereo (off position)
Furniture(free of stains and dust)

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 1
Housekeeping

Standard Operating Procedure


Update: 02.07.08 / CO-HK-SOP-008

Make up of a Guest Room

Procedures - Continued

15. When cleaning light bulbs and shades, test all bulbs and replace if burnt-out. All lamp and
telephone cords must be neatly coiled and tied up.
16. Fruit amenity replenishment; the Room Attendant must remove any dirty plates, utensils and
napkins, etc, and replenish with new ones.
17. For check-out rooms; wipe out the dresser drawers. Do not do this in occupied rooms. Never
disturb a guests personal belongings when you are cleaning the room, unless to hang up the
guests clothing. Put shoe or slippers in the closet and fold nightwear and place it on the end of
the bed. Slippers are replaced after guest check-out, never to be used again.
18. To replenish the mini-bar, the Room Attendant is to take note of the consumption, fill out the
mini-bar slip accordingly, replace the consumed items, and ensure that this is charge to the
guest room account, mini-bar supplies and replenishment always include clean glasses,
coasters, stirrers, and napkins.
19. If a room smells of odours, including cigarettes or cigars, spray with air-freshener or call
Housekeeping for the ozone machine (if applicable). Open windows, if applicable.
20. Open closet and replace used laundry bags, wipe down the doors front and back to remove
any fingerprints, clean inside-out. Make sure closet shelves are clean and free of dust, including
the in-room safe.
21. After cleaning the bathroom, move all furniture that is movable and vacuum behind and under
the furniture. Be sure to check under the bed for any item(s) left behind.
22. Before leaving the room, take a last look that the furniture is arranged properly; that
lampshades, pictures, bedspreads, as well as supplies, are in the proper position. All linen should
look fresh and of matching quality.
23. After cleaning the guestroom and bathroom, turn-on the lights and set the air-con as per
standard and close/lock the entry door.
24. Check hallways for any debris, tray or glasses. All items must be placed on shelves in pantries,
NEVER on the floor. Do not leave trays or dishes inside any room.
25. When the vacant room is completed, record in the assignment sheet.

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Housekeeping

Standard Operating Procedure


Update: 02.07.08 / CO-HK-SOP-009

Guest Room Amenity Setup - Group Standard

Objective

This SOP ensures the correct way of room amenity setup and quantities.
Amenity layout may vary in certain aspects due to property room inventory, size and layout/design of
rooms and its categories.

All Room Categories - Basic setup

Bed Room
King size or Twin bed configuration, pillows and cushions
Bedside table(s) with lamp and lamp shades.
Small bed or sofa bed with mattress and cushion, pillow setup (optional).
Telephone/Control panel.
TV cabinet with TV (minimum size of 29 with remote control, DVD player and remote control
with TV program. TV(s) are preferably LCD or Plasma flat screens.
Luggage rack/cabinet (not applicable if located in another area).
Bed room and bathroom area(s) must be separated with roll-down window blinds (if
applicable).

Working/Dressing Table
Guest Service Directory includes: Room Service Menu, Rooms Directory and the Spa
Menu.
Note pad with hotel pencil/pen (boxed optional)
Flower vase with fresh flowers
Garbage bin
Telephone directory
Stationery right side: 3 x A4 letter paper with protected Stationery sign, 4 Hotels & Resorts
envelopes with protected Stationery sign, 1 Please Fix Card.
Stationery right side: 1 Guest Questionnaire. Guest Questionnaires in German and Japanese
language are available in Hotels/Resorts and Grands.
Stationery left side: 2 hotel stickers, 1 hotel brochure, 1 Hotels & Resorts pen and 2 postcards,
one flyer promoting the Spa.
F&B flyer for promotion is located on the desk (if applicable).
Third party advertisement in the room is not allowed (e.g. Dive centres, tailor shops etc.).

Other In-Room Collaterals


No other nonHotels & Resorts items are placed in the bathroom and in the room.
Hotels & Resorts note pad and pencil are placed on the table, next to the telephone.
Telephone extension information is placed behind or next to the telephone.
One still mineral water (500ml) including price tag is placed on each bed side table.
Spa advertisement is placed on the bed side table.
Voice mail instruction is located behind the telephone.
Movie Guide is located on top of or next to the TV (if applicable).
Hotels & Resorts standard promotion stand is placed on the working desk (if applicable).
Yellow Pages are located in a desk drawer.

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 1
Housekeeping

Standard Operating Procedure


Update: 02.07.08 / CO-HK-SOP-009

Guest Room Amenity Setup - Group Standard

Closet
8 regular hangers (4 in each side)/ 12 regular hangers (Resorts)
4 trousers hangers (2 in each side)/ 6 trousers hanger (Resort)
2 extra pillows on upper shelf
2 Umbrellas
Slippers (packed and sealed) are placed in the wardrobe. Slippers are not re-usable.
In-room Safe: Safe instruction is either written on the safe or placed inside the safe.
Basket and information paper for Complimentary shoeshine are placed inside the wardrobe,
on the floor.
Items for laundry and pressing services are placed in a compartment, inside the wardrobe.

Right shelf:
Turn down tray
Laundry items consist of 2 A4 paper for dry cleaning, 2 A4 paper for regular laundry and 2
laundry bags.
2 Breakfast door knob menus
1 Sewing kit

Mini-Bar
Counter top: Ice bucket with ice tong and cover (if applicable).
A hand bottle opener is supplied in the refreshment centre (mini-bar), fixed to the exterior.
Plastic stand for kiosk and mini bar is placed in front or on top of the bar or kiosk, facing the
guest.

Top Shelf:
Mini bar prices list
2-4 DHR complementary drinking water with bottle neck tag (depending on room occupancy)
1 Tea kettle
Coffee Cups and tea spoon (depending on room occupancy) with underliners/saucers
Sugar Bowl (4 coffee mate, 4 tea bags, 4 white sugar and 4 brown sugar, 2 sugar substitute or
similar and 4 dairy cream)
4 Cocktail napkins (paper with hotel logo)
Wooden tray for mini bar set up (if applicable)
Gin, Vodka, Johnnie Walker Red Label, Hennessy Cognac VSOP and one local whisky
Chips/ Mixed nuts or dried fruits
Condoms
Smints or similar
Mosquito Repellent
Aspirin
Local Map (if applicable)
Private personal mini-bar items as requested by the guest

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 2
Housekeeping

Standard Operating Procedure


Update: 02.07.08 / CO-HK-SOP-009

Guest Room Amenity Setup - Group Standard

Remark:
Other merchandising products depending on property; such as children articles, teddy bears/animals
matching the location and country, spa products, handicrafts, jewellery, bottle opener, textiles, etc...

Inside Cabinet - Left Top Shelf:


Dessert knife/Dessert plate/Dessert fork/Dessert spoon (depending on room occupancy)

Under Shelf with Wooden Tray:


2 Beer glasses on coaster
2 Highball glasses on coaster
2 Rock glasses on coaster

Refrigerator with mini-bar items as the following:

Small bottle of white and red wine (with screw cap)


Small bottle of sparkling wine or Champagne (if applicable)
Imported beer and local beer
Coca Cola and Diet Coke or Pepsi and Pepsi Light
Sprite or 7Up
Fanta or Mirinda
Schweppes Tonic and Soda
Ice Tea (preferably Lipton)
Japanese or Chinese Green Tea
Mixed fruit juice and orange juice
Healthy juice such as guava or mango etc.
Sparkling mineral water (preferably Perrier) and one still mineral water (preferably Evian)
Chocolate bars (Snickers and Mars)
Chocolates/Friandise of the House in hotel wrapping/packaging boxes

Bath room amenities

Hotels & Resorts bathroom amenities selection consist of: Emery board, sewing kit, cotton tips,
body lotion, conditioner, shampoo, 3 different bath oils, disposable bag, shower cap, 2 small
soaps and toothbrush kits (unless room occupancy is higher).
Each bathroom contains two water glasses. The glasses are covered with a plastic lid.
Bathroom features one digital scale.

Make up counter, if applicable (pairs of 2 unless room occupancy is higher or as specified below):
1 Cotton container
1 Tissue box
Bath towels
Hand towels
Face towels

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 3
Housekeeping

Standard Operating Procedure


Update: 02.07.08 / CO-HK-SOP-009

Guest Room Amenity Setup - Group Standard

Bath room amenities - Continued

Bathtub Area (1 pc unless room occupancy is higher or as specified below):


Ceramic tray for amenity setup
Bath foam, conditioner, body lotion, shampoo (bottles)
2 Bathing oil bottles
Burner with matches and smelly oil
2 Bath towels
2 Hand towels
2 Face towels

Toilet Area:
1 Toilet paper roll hanger (with 2 spare toilet paper rolls in the bathroom cabinet)
1 small Garbage bin

Shower Area:
Tray setup with bottles (if applicable)
Bath gel, conditioner and shampoo container or bottles, filled up to .
Towel hook or hanger
Shower mat (for security reasons)

Balcony
Balcony table
Balcony chair(s)
Armchair with cushion (optional)
Ashtray
Cloth hanger line (optional)
Pictures/wall paintings/decor (optional)

Remark: Shoeshine
Complimentary shoeshine service is available to every guest.
Shoes are returned as per guest request.
For overnight service, shoes are returned by 07:00 or the time designated by the guest.
Shoes are returned in appropriate bag or basket.

Remark: Pillows
Additional pillow selection a la carte may be available in selected brands.

Remark: Pre-Ordered Private Mini Bar Items (prior to guest arrival)


Pre-ordered private mini bar item(s) service prior to guest check in is available to all guests.
Pre-ordered private mini bar item(s) service may not apply to some Petit properties due to its exclusive or
secluded location.
Pre-ordered private mini bar item(s) are fully paid according to sales price prior to arrival and record after
consummation send to Front Office/Reservations.
Private mini bar must be setup at least 2 hrs prior to guest arrival in their mini-bar.
Beverages and cold items are setup in the refrigerator, all other product on the kiosk/bar counter.

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Housekeeping

Standard Operating Procedure


Update: 02.07.08 / CO-HK-SOP-009

Guest Room Amenity Setup - Group Standard

Suites/Executive Floor

Living room
Dinning table and chairs with flower vase setup.
Luggage rack
Sofa bed in the living room with cushions and pillows.
Sofa table in front of the sofa bed with carpet/mat.
Bar cabinet with mini-bar, under and top shelving, under-counter built-in mini-bar.
Television cabinet with additional LCD/Plasma Television with remote control and TV program.
DVD player/ HIFI stereo with remote control
I-Pod station and PC station (optional, if applicable).

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Housekeeping

Standard Operating Procedure


Update: 02.07.08 / CO-HK-SOP-010

Restocking of Mini-Bar

Objective

This SOP shall ensure to proper handling of requisitioning, storing, recording and billing of mini-bar/kiosk
items of guest rooms.

Pricing
Pricing of mini-bar/kiosk items is inline with the Hotels/Resorts Pricing Policy.

Mini-bar/Kiosk Inventory Slip


Depending on the size of property, an inventory mini-bar/kiosk slip must have 3-4 copies; one
copy goes to Front Office for billing and guest folio (after guest consumption), one goes to FI
(recording purposes), one copy remains at Housekeeping (for recording purposes and store
requisition), an additional copy is optional (for recording or store requisition).

Stock keeping:
Housekeeping Department keeps a small mini-bar/kiosk inventory stock not exceeding 10-15% of
the total amount of guest room inventory for efficient refilling.

Procedures

Hotel uses only internal mini-bar/kiosk inventory slips, a guest will never fill-out or sign any slips.
Room maids carry inventory slips with them during room cleaning.
Refilling of mini-bar/kiosk items takes place during the daily room cleaning service.
Check expected arrivals first, followed by guest in residence, and finished with all remaining
room statuses.
Expected Check-out Rooms: Mini-bar/kiosk is to be inventoried but not refilled until the guest has
checked out of the room (to prevent guest claims of non-consumption).
Fill-in the amount consumed of each item on the inventory slip.
Write the room number, guest name, date, time and your signature.
Keep one copy of the mini-bar/kiosk inventory slip separated (on file/for recording purpose
within HK Department)
Send the second mini-bar/kiosk slip to Front Office (may not be applicable to certain hotel
brands with centralized PMS system with a Housekeeping Interface/Link).
The third copy is send to Accounting with all other mini-bar/kiosk inventory copies of all rooms
and day.

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Housekeeping

Standard Operating Procedure


Update: 02.07.08 / CO-HK-SOP-010

Restocking of Mini-Bar

Refilling of all items:


Place them neatly with the labels facing the guest.
Ensure that labels are new and unblemished.
Ensure that the hotel mini-bar/kiosk stripe is labelled on all mini-bar/kiosk items, to avoid guest
claims of own purchased items.
Rotate items to ensure freshness, placing new items at the back. It is important that each room
inventory is written in a mini-bar expiry sheet to avoid spoiled items. Items are to be taken out of
the room inventory BEFORE expiring and according to the set expiry standards of each product.
Replace any items with blemished labels and return them to Housekeeping.
Do not write or stick anything on the trademark/brand logo.
Ensure that the price list up to date.
Write maintenance request on the spot regarding refrigerator defects.
Occupied rooms are refilled during the regular make up of the guest room and may only be
refilled with the missing items; administrative work can be done outside of the guest room.
DnD rooms are not disturbed with refilling of mini-bar items.
Housekeeping Associate in the evening or night shift (depending on Housekeeping operation)
fills requisition forms for Accounting.

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Housekeeping

Standard Operating Procedure


Update: 02.07.08 / CO-HK-SOP-011

Lost and Found

Objective

This SOP shall ensure the proper recording, storing and distribution of lost and found items in a
property.

Where to keep lost and found items?

At the Housekeeping Office (depending on the Hotels/Resorts organization).


At the Front Desk (in the guest folio, or in a separate designated area) which DHR recommends
to be chosen for.

Procedure

1. Collect all item(s) left behind from a guest room in its designated box/bag with the room
number, date, finder and time of found item(s) written/tagged on it.
2. Front Office Department is to be informed immediately (it might be the case that that particular
guest room is due to check-out at the Front Desk).
3. Box/Bag is send immediately to the Housekeeping Office and to be recorded. The
Housekeeping associate will log the item(s) by number, room number, name of the person who
has found the item, date and time.
4. Front Office will check whether the guest is still located in the hotel or has already checked-out:

4.1 If the guest is still in the Hotel/Resort, he or she has to be contacted immediately, regardless
of content of the box/bag.
4.2 If the guest has checked-out, the guest has to be contacted via his/her contact detail by
mail/email/phone/fax etc.

5. If any items of value (jewellery, watches, money, mobile phones, devices & applications etc)
have been found, Housekeeping Management is to be informed immediately. He/She will issue
a claim form and keep all items in the Hotels/Resorts safe until further action is taken, claim
form is forwarded to the General Manager for approval.
6. If the guest could not be contacted (no response/acknowledgement) within 180 days, the
item(s) are to be send to the guests residential address with a letter from the General Manager.
7. It is up to the General Managers decision from what value onwards an item/items are send (by
postal mail, preferably registered) domestically or internationally to its respective guest.

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Housekeeping
Standard Operating Procedure
Update: 02.07.08 /CO-HK-SOP-012

Closet/Pantry Supply

Objective

This SOP shall ensure that the demand of guest supplies is maintained at all times regardless of
occupancy, according to PAR stock of each closet/pantry of the property.

Definition of PAR
Par value, in finance and accounting, means stated value or face value. From this comes the
expressions at par (at the par value), over par (over par value) and under par (under par value).

To adjust PARs
Since most Hotels and Resorts are affected by seasons and low/high occupancy fluctuations, the
Housekeeping Management must schedule ahead/forecast approximate guest supply quantities on
demand and thus its daily turnover in the room closets/pantries.

Procedures

1. All linen/terry closets/pantries must be checked before starting the daily work assignments. If in
any case the stock is not sufficient, Housekeeping Office is to be informed for immediate refilling.
2. The linen/terry PAR stock in each closet/pantry is stocked-up in the evenings or during the night
(depending on Hotels/Resorts organization) with the correct amount of linen and terry,
according to PAR list of each room closet/pantry.
3. Supplies of room amenities such as bathroom tissue, bathroom supplies etc, must be checked to
ensure that guest rooms efficiently and effectively supplied when needed.
4. Room boys or where appropriate are advised to check of any items in the closets/pantries
which are not part of the inventory of that closet/pantry (i.e. extra pillows, rollaway beds, baby
cots etc); items are re-located to its designated storage area.
5. Other Departments may share Housekeeping storage in closets/pantries; however, designated
areas are established with bin cards indicating, date, item, quantity and balance of each item
stored.
6. Used and new linen/terry are separately kept and never placed on the floor.

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Housekeeping

Standard Operating Procedure


Update: 02.07.08 / CO-HK-SOP-013

Turndown Service

Objective

This SOP shall ensure the correct and efficient procedure of executing the daily turndown standard to
all guests in residence of a DHR property.

Standards

Turndown service is provided between 18:00 and 21:00.


Turndown service is provided to all guests in residence.
If turndown service cannot be provided (e.g. Do not disturb sign), a Turndown attempt card
is slipped under the guestroom door, informing the guest that turndown service was attempted
and inviting the guest to call for the service until 21:00.

Procedures

The turndown service shall be carried out with the least disturbance to guests.
The turndown service does not exceed 20 minutes.

Always assume that someone is in the room and allow them the time to get to the door:

1. Softly knock on the guest room door/ring the bell.


2. Wait 10 seconds and knock/ring the bell again if there is no answer.
3. Announce yourself with name and department.
Good evening, this is Khun Somchai from Housekeeping.
4. Wait for the guest to open the door.
5. Smile and greet the guest by name and with a wai:
Good evening Mr Brown would you like to have your turn down service now.
The name is on the worksheet which will be kept with you for the information needed to service
the guest. Names are used at all times.
6. If the guest does not stay in the room, the door shall be left open with the amenity basket in front
of the entrance during the turndown.

The Room Attendant/or appropriate shall perform the following steps:

1. Removes any Room Service item(s) to the room pantry.


2. Empties the ashtray(s).
3. Empties the waste basket.
4. Washes ashtrays, the dirty glasses and/or any other room items and replace as per standard.
5. Tidies the room.
6. Checks the bathroom supplies and the towel count; replace any dirty linen item.
7. Re-points the toilet paper and tissues.
8. Empties the bathroom waste basket/ashtray and wash all dirty glassware.
9. Dries the sink and tub surfaces.

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Housekeeping

Standard Operating Procedure


Update: 02.07.08 / CO-HK-SOP-013

Turndown Service

Procedures - Continued

10. Rearranges the toiletries/amenities.


11. Turns down the bed(s) as per hotel standard.
12. Turns on the bedside lamp(s) and close the night curtains.
13. Cleans floor, ajar bathroom door(s).
14. Closes the entrance and balcony door gently after switching on all lights and the air-
conditioning as per hotel standard.
15. Removes all articles from the bed:
Turn-down the corners of duvet fold them back in order to form a neat triangle.
Place the pillows on the bed with the open edge of the pillowcase facing the wall. If it is a
double bed, the open edges of the pillow cases must be facing each other.
16. Returns the guests pyjamas and/or folded clothing back onto the turned down bed(s) in their
original places.
17. Places a card/gift with a good night amenity as per hotel standard.
18. Places the doorknob breakfast menu on top of the turned down sheet.
19. Leaves the room quietly after finishing of the service and thanks the guest by wishing them a
good night: Thank you Mr/Ms/Mrs Brown, have a good night and I am looking forward to seeing
you tomorrow.

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Housekeeping

Standard Operating Procedure


Update: 02.07.08 / CO-HK-SOP-014

Room Status Definitions

Objective

This SOP shall assist in determine the correct status to its current room status and to forward the correct
status to other departments such as Front Office.

Vacant
Any room vacated, cleaned and is ready to sell is considered vacant.

VC = Vacant clean , need supervisor inspection, assigned for check-in


VD = Vacant dirty / Check Out
VCI = Vacant Cleaned Inspected

Occupied/In-use
A room which is either physically occupied by a guest or bears a sign of such an occupancy, such as
luggage or toilet articles is considered occupied.

OD = Occupied Dirty
ODD = Occupied Dirty/Due out or Departure
CIT = Check In Today

Day Use
A guest room that is used for only a half of the day instead of a full-day/night.

DU = Day Use

Check-Out
A room which is reported due to be vacant from previous occupancy but still requires room cleaning
is considered Check out. If the status indicated from the Front desk is check-out, it signifies that the
guest is to check out of the hotel.

Sleep Out
A room, which appears occupied without the bed having been slept-in.

SO = Sleep Out

Out of Order
A room that is temporarily/permanently out of order, not usable and thus not sellable due to a
condition of defect, malfunction of the room itself or parts of it. An out of order room is taken out
of the room inventory.
Any out of order room must have identification as of the approximate length of time the room will
be out of order and the reason. The Housekeeping Management must run an out of order report
daily.
Out of Service is referring to a room with defects or no defects, i.e. if Rooms division wants to assign
Emergency Rooms etc. Out of Service rooms are not taken out of the room inventory.

OOO = Out of Order


OOS = Out Of Service

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Housekeeping

Standard Operating Procedure


Update: 02.07.08 / CO-HK-SOP-014

Room Status Definitions

Do not Disturb

Any room that has a DnD tag/sign or DnD privacy light, indicates that the guest does not wish to
be disturbed. DnD status must be monitored by Housekeeping Floor Supervisors.

If turndown service cannot be provided (e.g. Do not disturb sign), a Turndown attempt card is
slipped under the guestroom door, informing the guest that turndown service was attempted and
inviting the guest to call for the service until 21:00.
Privacy signs (Do not disturb) are honoured at all times (except if service has been requested by
the guest).
If privacy sign (Do not disturb) is displayed for more than 24 hours, the room is checked by the
Executive Housekeeper or Assistant (in person or by calling).
If a room cannot be cleaned until 16:00 because of the privacy sign, guests are notified (note
under the door) to contact HK in order to have the room cleaned.

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Housekeeping

Standard Operating Procedure


Update: 02.07.08 / CO-HK-SOP-015

Master Key Handout Procedures

Importance

A master key can open any room, especially the ones occupied by the guest.

Since the guest has all her/his belongings and valuables in the room, any related incident may
lead to the accusation of the associate concerned who, as the sole signatory for the key, will be
held ultimately responsible.

Procedure

All master keys must be signed in/out, along with the complete name of the receiving person
and the countersignature of the daily appointed witness.

Once the key has been issued, ensure that it is securely attached to the appropriate carrier,
belt, key ring, etc.

All master keys and other keys related to the operational activity of the Housekeeping
Department shall be kept locked in a specific cabinet in the Executive Housekeepers Office.

Its access must only be authorized to the following persons:

General Manager/Resident Manager


EAM Rooms
Executive Housekeeper
Assistant Executive Housekeeper
Duty/Night Manager

Any damage caused to a master key shall be immediately reported in order for the
Housekeeping Department to replace it promptly.

In the case of a loss of a master key, Housekeeping is to inform Front Office/Duty Manager
immediately, followed by the respective re-coding procedure for all guest rooms and keys. An
additional perimeter check might be to be considered if the keys is to be known lost on the
property.

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Housekeeping

Standard Operating Procedure


Update: 02.07.08 / CO-HK-SOP-015

Master Key Handout Procedures

Issuing

Any Housekeeping Department key movement must be recorded in the key movement
registration book.

The key remains the responsibility during his/her entire shift period by the associate who signed-in
the record book.

Consequently, the following behavioural points shall be strictly respected:

The key shall never be lent to any other associate

The key shall be reliably fixed to the uniform and never be left in a door or in the room maids
basket.

If the associate must leave the hotel for any reason, he/she must return the key to the Executive
Housekeepers Office and sing-out in the key movement registration book confirmed by the
daily appointed witnesss signature.

At the end of the shift, the key must be returned to the Executive Housekeepers office and the
associate shall sign-out in the key movement registration book along with the daily appointed
witnesss signature.

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Housekeeping

Standard Operating Procedure


Update: 04.07.08 / CO-HK-SOP-016

The Professional Maid - a HK Glossary

Objective

The Professional Maid and Housekeeping Associate must know the basic Housekeeping Glossary in the
English knowledge.

Glossary

Room Inventory

Depending on hotel property

HK Terms and Glossary

Linen

1. Bed Sheet
2. Bed Pad
3. Duvet
4. Bed Spread / Duvet Cover
5. Pillow Case
6. Hand Towel
7. Face Towel
8. Bath Towel
9. Bathmat
10. Bathrobe
11. Pillow (different size)

Amenities

1. Comb
2. Conditioner
3. Shampoo
4. Bath Gel
5. Body Lotion
6. Shower Cap
7. Sanitary Bag
8. Sewing Kit
9. Cotton Bud
10. Cotton Pad
11. Toothbrush
12. Shoeshine
13. Detergent
14. Razor Blades
15. Finger Nail

Guest Supplies
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Housekeeping

Standard Operating Procedure


Update: 04.07.08 / CO-HK-SOP-016

The Professional Maid - a HK Glossary

1. Toilet Paper Roll


2. Tissue Box
3. Drinking Glasses
5. Ashtray
6. Matches
7. Laundry Bag
8. Mosquito Repellent Machine
9. Shoe Box
10. Cloth Hanger
11. Mini-Bar Crockery and cutlery /
12. Burner
13. Design crockery
14. Hairdryer
15. Umbrellas
16. Slippers

Printing

1. A4 Letter Head/ Facsimile Paper


2. Envelope
3. Guest Questionnaire
5. Note Pad
6. Pen
7. Television Program
8. Laundry List
9. Dry Cleaning & Pressing List ,
10. Mini Bar Price List
11. Door Knob Do Not Disturb
12. Door Knob Please Make Up Room
13. Room Service Menu
14. Spa Menu
15. Rooms Directory
16. Samui Directory / Telephone Book /

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Housekeeping

Standard Operating Procedure


Update: 04.07.08 / CO-HK-SOP-016

The Professional Maid - a HK Glossary

Cleaning Equipment

1. Soft Broom
2. Brush
3. Feather Brush
4. Plastic Bowl
5. Plastic Bin / Bucket
6. Cleaning Wool, multicolor
7. Sponge

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Housekeeping

Standard Operating Procedure


Update: 04.07.08 / CO-HK-SOP-017

The Professional Maid - Cleaning Techniques

Objective

The Professional Maid and Housekeeping Associate must know the basic knowledge of efficient
cleaning techniques and utensils used.

Procedures

Methods of Cleaning (Mechanical Processes & Procedures)


/

Cleaning Chemicals

1. SC Save & Clean ; Liquid cleaner and sanitizer is designed for cleaning toilettes, urinals,
washroom floors, walls and hard surfaces without causing metal corrosion.
, , ,
2. No Rust; Liquid cleaner can be used to remove rust and sediments. To avoid using on marble
surfaces.
3. Window Clean; Powerful glass window cleaner. Cuts through grease soils to leave sparkling
surfaces.
4. Pick Up; Liquid mop treatment is designed to treat dust mops to increase ability of collecting
and holding dust. Contains solvents and oil. Use for every hard floor surface.
Mop
5. Shine-Up; versatile general purpose polisher is designed to maintain and protect furniture and
other hard surfaces such as wood. Laminate, vinyl, plastic and leather with a long-lasting shine.
Using a white towel wipe the surface after spraying furniture wax.
, ,

General Bathroom Cleaning

1. Clean the top of the wall all around the bathroom, the light fixtures and check for any missing
hooks.
2. Wash and polish the wall tiles.
3. Polish the mirror(s) with a cotton rag.
4. Clean the Jacuzzi inside, outside and polish the metal fixtures. ,

5. Be careful with any article left by the guest and move it during the cleaning session.

6. Clean and dry the floor, starting from the inside and ending at the door.

7. Display the exact towel count and refill the supplies and the amenities.
,
8. Turn off the lights.
9. Always leave the door ajar for effective ventilation.

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Housekeeping

Standard Operating Procedure


Update: 04.07.08 / CO-HK-SOP-017

The Professional Maid - Cleaning Techniques

Toilet Bowl Cleaning

1. Flush the toilet and add the cleanser into the bowl, and let it soak for the number of minutes
displayed on the product bottle. 1
2. Clean the top of the lid.
3. Wash the lid inside and outside, and the underneath and top of the seat. , ,

4. Wash around and underneath the bowl with a toilet brush or by hand, using appropriate
rubber gloves.
5. Put the brush into the bowl and scrub every part of the bowl.
6. Flush the toilet and rinse the toilet removing all the suds.
7. Dry both sides of the lid and seat.
8. Dry around and underneath the bowl and make sure there are no streaky marks.

9. Flush the bowl again, and make sure it is clean, odorless and filled with clean water.

Hand Basin Cleaning

1. Remove any article belonging to the guest from the shelves while cleaning.

2. Clean the tap, drain and stopper, and scrub the basin bowl thoroughly.
,
3. Polish with a clan dry cloth.
4. Clean the pipes below the bowl.
5. Clean glass shelves.
6. If a sink stopper is broken or missing, or the plumbing needs any attention, report the problem
at once to the Engineering in order for the maintenance request to be issued immediately and
the problems to be fixed immediately.
7. Dry the wash basin and its fittings.
8. Clean the mirror with a clean dry cloth.

Bathroom Floor Cleaning

1. Sweep the floor with the broom before cleaning.


2. Floor tiles are to be scrubbed with warm soapy water or with the appropriate cleanser.

3. Begin in the farthest corner from the door.
4. Go to every corner to remove the dirt.
5. Rinse and dry carefully.
6. Clean the door mirror.

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Housekeeping

Standard Operating Procedure


Update: 04.07.08 / CO-HK-SOP-017

The Professional Maid - Cleaning Techniques

Shower Head Cleaning

1. Take out the showerhead and, by using a toothbrush, scrub around the showerhead with the
stainless steel cleaner/ polish.
2. Wash, dry and polish the metal fixtures.

Bed Making

Put on the sheet;

1. Place the sheet evenly on the mattress with the centre down the middle and with the right
face up

2. Tuck the sheet under the mattress at the head top two corners and tuck in the other sides of
the sheet tightly. 2

Place the Duvet on the bed;

1. Fit the duvet on.


2. Centre the bed duvet so that both sides and foot hang evenly.
2
3. Fold the top edge back at about 12 inches from the edge of the bed.
12

Place the Pillows on the bed;

1. Fluff the pillows and fit them into the pillowcases.


2. Place the pillows at the head of the bed from the edge.
3. Make sure the bedspread is neatly placed.

Pillow

1. Remove the pillow cases and place them among the soiled linen.

2. Place the pillows on the chair
3. Do not put them on the floor because they will collect dust.

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Housekeeping

Standard Operating Procedure


Update: 04.07.08 / CO-HK-SOP-017

The Professional Maid - Cleaning Techniques

Duvet

1. Fold the duvet neatly and place it on a chair.


2. Unstuck all the bed sheets and the duvet and remove them separately.

3. Remove the sheet and place it with the soiled linen.

Sheets

1. Remove the bed sheet separately and place it with the soiled linen.

Bed-Pad

1. To be changed only if necessary.


2. If soiled, remove it and place it with the soiled linen.

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Housekeeping

Standard Operating Procedure


Update: 04.07.08 / CO-HK-SOP-018

Supervisor - Bathroom Inspection

Objective

Bathroom Door
1. Safety/security instruction board is firmly posted behind the door.
2. Clothes hooks are clean.
3. Door opens and closes smoothly.

Ceiling
1. No varnish or paint is falling-off.

Mirror
1. Mirror is clean and polished.
2. No fingerprints or watermarks.

Lights
1. Lights are functioning and not flickering.
2. Light shades/covers are clean.

Marble Counter
1. Marble counter is clean and dust free, especially in the corners.
2. Bathroom glasses are clean and polished with no chipped edges and covered with a lid.
3. Amenities are set and complete, displayed as per hotel standard.

Wash Basin
1. Overflow hole, plug and waste hole is spotless and shiny

Toilet Bowl
1. General cleanliness, inside and outside.
2. Seat and cover are is clean and in good condition.
3. Toilet hinge is clean.
4. Paper sanitation stripe is in place.
5. Chrome fixtures are clean and polished.
6. Extra paper rolls and disposable bags are set (stored in the bathroom area).

Bathtub
1. Shower head and sprinkler holes are clean and polished.
2. Chrome fixtures, i.e., rod, faucet, rack is clean and polished.
3. Tap is functioning properly.
4. Soap dispenser has no soap residue and the tube is in good working condition,
bottles/dispensers are refilled.
5. Clothe line fixture is present in good condition and of the correct length.
6. Shower room/shower cabin glass door is clean.
7. Shower door is closed, dust free and not damaged (if applicable).

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Housekeeping

Standard Operating Procedure


Update: 04.07.08 / CO-HK-SOP-018

Supervisor - Bathroom Inspection

Waste Basket
1. Clean, dust free and not damaged.

Facial Tissues
1. Tissue holder is clean and polished.
2. Container is filled with sufficient tissues.
3. First tissue is always nicely folded as per hotel standard.

Toilet Paper
1. Holder is clean and polished.
2. First paper is folded as per hotel policy.

Others
1. Bath Towels (2 pieces) - Placed on the bath towel rack, or as per hotel standard.
2. Hand Towels (2 pieces) - Folded in 3 parts displaying the hotel logo and set through the hand
towel rack at the vanity counter, or as per hotel standard.
3. Face Towels (2 pieces) - Folded in 2 parts displaying the hotel logo and placed on the vanity
top, or as per hotel standard.
4. Bathrobes (2 pieces) - On a coat hanger inside the closet with the belt neatly tied around the
waist and the loose threads removed, or as per hotel standard.
5. Bathmats (1 piece) - Placed over the foot area of the bathtub with the logo standing upright
over the edge, or as per hotel standard.

Bathroom Floor
1. Floor is scrubbed properly, including the edges.
2. Toilet and counter area underneath is clean.

Bathroom Inspection Discrepancy


1. Upon completion of a bathroom check, all the discrepancies detected in the room are to be
recorded for room history filing.
2. Supervisor shall decide whether the job is minor or requires any further assistance from the
Engineering.
3. Supervisor shall assign the concerned associate to replace the missing item(s) or to re-perform
the job/task.
4. The Supervisor shall demonstrate tasks to the associate if necessary.
5. The room shall not be given the VCI (vacant cleaned inspected) status if any discrepancies
remain.

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Housekeeping

Standard Operating Procedure


Update: 04.07.08 / CO-HK-SOP-020

Linen Control Procedure

Objective

This SOP shall ensure its correct handling/organization of all relevant linen procedures within a
property.
Some hotel properties may not have an internal laundry, thus strict recording procedures are a must if
outside contracted laundries are used.

Linen Handling Procedure


All clean linen, displayed in the room must be placed on a luggage rack, desk and/or available
chair(s). Clean linen is never to be placed on the floor.
The use of clean and undamaged linen is mandatory. Any damaged or soiled linen shall be
separated and returned with the related notification to the Housekeeping/Laundry Department.
Each linen item has its specific purpose and is never used for dusting or polishing. Designated
rags are provided for cleaning by the Hotel/Resort.
The linen trolley/bags shall never be overfilled in order not to damage both the trolley/bag and
the linen.
When full, the bag shall be emptied on the pantry room floor (if applicable) awaiting use of the
laundry chute. Overfilled linen/rubbish bag(s) are difficult to empty.
Dirty linen is never placed on floors in order not to increase internal/external laundry costs.
In the linen room, great care shall be taken to ensure that chutes are free from any type of
obstruction (if applicable).

Linen Room Stock


All linen rooms shall be stocked only with clean linen from the Laundry in order to maintain the
pre-established PAR levels per linen item and to ensure that the Room Attendants do not
encounter any shortage which hampers their productivity.
Clean linen are collected from the Laundry using the mobile laundry bins/bags and promptly
stacked onto the shelves of the pantry rooms neatly by strictly respecting the displayed PAR
stock levels.
Adequate supply level of sundry items, i.e.; soap, tissue, toilet paper, etc., is maintained with
each delivery of clean linen, as per request.
The PAR stock level may be determined by the capacity of the linen shelves.
Linen room is in a neat, clean and tidy condition at all times.

Substandard Linen
All linen identified as substandard is to be issued to the Executive Housekeeper or Assistant for
any (eventual) further use.
All linen/towels returned from the internal/external Laundry are to be checked thoroughly for
any damages.
Any linen/towels, which can be repaired, are to be forwarded to the internal/external Laundry
for the necessary fixing.
Discarded linen must be issued and recorded to the Executive Housekeeper or the Assistant.
Discarded linen shall be used as dusters or as covers for the carpets being shampooed.

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 1
Housekeeping

Standard Operating Procedure


Update: 04.07.08 / CO-HK-SOP-020

Linen Control Procedure

Linen Room Shelving


All linen shelves are to be labelled in order to ensure the correct issuing of any linen item.
The shelving shall be well arranged and organized by logically separating the Housekeeping
items by use, size and name.
Labels shall be displayed in clean and clear block letter writing with the item name and size
mentioned on each shelf.

Par Stock and Storage


PAR stocks ensure sufficient amount of items and supply required to work efficiently. Overstocks
are not allowed. PAR stocks are a must for every hotel property and are individually detailed
labelled with Bin cards.

PAR multipliers and factors:


One par stock level is to be used in the guest room.
One par stock level is being cleaned in the Laundry.
One par stock level is being stored in the floor linen rooms/pantry.
Linen PARs for each item correspond accurately to the set standard for each room.
Every linen PAR stock is to be stored at the proper place as pre-established, i.e.; the floor linen
room and the Room Attendants amenity trolley/cart/basket, in the proper way, i.e.; the linen
items are correctly folded as per instructions, stacked on the shelves and labelled.

Laundry Flow
An organized schedule is to be maintained to ensure a smooth flow of linen in the Housekeeping
Department.
The time scheduled for all floor pantries regarding the receiving and sending of linen is in line
with the workload of the Laundry Department (for internal laundry).
Soiled linen is to be counted and recorded on a requisition form. The linen is to be sent to the
Laundry as soon as possible.
The linen received from the Laundry is to be counted and double-checked against the quantity
displayed on the requisition form. Discrepancies are to be requested as soon as possible to
avoid any loss of linen. Housekeeping Management is responsible for loss and damage of all
linen corresponding with the internal/external laundry.
Constant update flow of pending linen items between the Laundry and Housekeeping is
necessary.

Linen Requistion
A requisition form is mandatory for issuing any linen item in order to record the overall linen
movement. The quantity required can not be over than the quantity used in order to strictly
respect the pre-established PAR stocks.
The following information must be provided using the established description coding system:
Quantity
Size
Color
Floor Linen Room
New linen can only be requested in exchange to the same amount of soiled/to be cleaned
linen.

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 2
Housekeeping

Standard Operating Procedure


Update: 04.07.08 / CO-HK-SOP-020

Linen Control Procedure

Linen Inventory
A linen inventory must be completed on a monthly basis in order to keep a tight control on the
linen stock, to be aware of the loss and damages of linen and to budget accurately.

All linen items from the entire property must be counted, locations include:
- Room Maids trolley/basket
- Internal/External laundry (linen being cleaned at the laundry)
- Linen in transit, laundry in cars/vans (optionally)
- Linen in all floor pantries/rooms/closets
- Linen in the guest rooms
- Linen in the Housekeeping office and in all storerooms
- Linen from other Departments such as kitchen, service, pool and beach, etc.
- Associate village is to be counted depending on designated Department responsible
- Entire sweep of the perimeter before stock count (this may also include offices)

All obtained figures are to be recorded on the hotel linen inventory standard form.
Linen inventory date is assigned by the FI and HK Department, executed on a suitable day and
time.
Before the actual Inventory event, all bin cards must be updated
Responsible for inventories are designated associates of FI and HK only and the HK
Management/EAM Rooms/RM.
With the start of the physical inventory, no movements are allowed within the places listed as
above.
A standard Hotel/Resort Linen catalogue with visual aid might assist a proper inventory, the
Hotels/Resorts inventory stock taking list is used at all times.
Discrepancies/loss/damages must be explained and recorded.
A yearly operating equipment order based on the monthly inventories and write-offs ensures
the sufficient stock availability throughout the year and property.
Every inventory is reviewed and signed-off by the GM/RM.

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 3
Housekeeping

Standard Operating Procedure


Update: 04.07.08 / CO-HK-SOP-019

Supervisor - Room Inspection

Objective

This SOP shall ensure a vacant cleaned room is properly inspected and ready for sale, according to
the hotels standard.

Standards

All check-out rooms that have been cleaned must be checked thoroughly by the Assistant or
Executive Housekeeper or Supervisors before being released for sale. The approval is to be
communicated immediately to the Front Office Department with the VCI (vacant cleaned
inspected) status.
All vacant rooms shall be checked every day and those rooms not up to standard are to be
reported, with immediate priority given to rooms pre-blocked for that day.
For VIP rooms, the vacant room procedure is to be applied with an additional last minute check
prior to the VIP arrival by the Housekeeping Management.
Occupied rooms shall also be checked by the Assistant or Executive Housekeeper or Supervisors
after the room cleaning has been performed in order to ensure the strict application of hotel
standards.

Inspection Cycle

Doors
1. Outside and inside, check for any scratches, dirty finger marks, dust, etc.
2. Top of the door panel and corners of doorframes are clean.
3. Door opens and closes without making noises.
4. Electrical switches are clean and in good working condition.

Cleanliness and presentation of the following items:


Fire emergency evacuation plan
Do Not Disturb/Room Cleaning signs/lights/indicators
Door knob
Bulls-eye
Door sealing
Key card reader (if applicable)

Wardrobe
1. Wardrobe door is clean and dust free, outside and inside.
2. Wardrobe door opens and closes without making noises.

Cleanliness and presentation of the following items:


Rail
Hangers, number and position
Drawers, shelves and related supplies
Lights turned on and off when operating the door (Relais)
Safe is operating
Slippers are packaged, shoe container is set
All collateral is set as per standard
Extra pillows are clean and neatly set

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 1
Housekeeping

Standard Operating Procedure


Update: 04.07.08 / CO-HK-SOP-019

Supervisor - Room Inspection

Mini Bar
1. Clean mini bar shelves and neatly displayed items.
2. Double check expiration dates of all items.

Luggage Rack
1. Clean luggage rack, no stains or chips.

Furniture
1. Desk, bed side tables and coffee table tops are well dusted, no stains.
2. Armchairs, chairs, upholstered items are well dusted.
3. Mirrors, paintings and frames are dust-free.

Window
1. Window bay, night and day curtains have no dust or stain.
2. Window frames and glass are cleaned.

Floor/Bed
1. Floor is well vacuumed or swept.
2. No dust or stains on the bedspread, correctly placed.
3. Condition of pillows; i.e., cleanliness, firmness, etc.
4. Condition of mattresses and. No trash or accumulated dust under the bed.

Ceiling
1. Ceiling is well cleaned, no spider webs or similar.
2. All light fixtures are cleaned and shining; the air vents are well dusted.

Electrical System
1. Power commands, control panels, light switches, air conditioning, etc. are working.
2. All plugs are working.
3. Light bulbs are working.
4. Telephone/radio/TV/DVD/HiFi device applications are working properly.
5. PC/I-Pods are optionally checked if installed.

Mattress
1. Mattress is turned every three (3) months.
2. All mattresses are tagged on both sides and the month written on the up-facing tag must
correspond to the current month.
3. After the completion of a three-month period, the mattress is dust-cleaned/wiped/beaten and
flipped-over.

Bathroom Inspection Discrepancy


1. Upon completion of a bathroom check, all the discrepancies detected in the room are to be
recorded for room history filing.
2. Supervisor shall decide whether the job is minor or requires any further assistance from the
Engineering.
3. Supervisor shall assign the concerned associate to replace the missing item(s) or to re-perform
the job/task.
4. The Supervisor shall demonstrate tasks to the associate if necessary.
5. The room shall not be given the VCI (vacant cleaned inspected) status if any discrepancies
remain.

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 2
Housekeeping

Standard Operating Procedure


Update: 05.07.08 / CO-HK-SOP-021

Public Area Cleaning Procedures

Objective

This SOP shall ensure that the entire property (besides the areas listed below) is neat, tidy and clean at
all times.

Responsible Areas
The following areas must be covered within the Hotel/Resort:

Offices
Restaurants
Bars
Executive Lounge and floor, guest floors, corridors, walkways, room pantries, bridges, relax areas,
sun decks
Lobby
Beach (if applicable)
Swimming pool (handled by Engineering)
Spa
Gardens, Flower Arrangements (responsibility of Gardeners or where appropriate)
Kids Club, Game Room
Elevators
Shops, Business Centre, Internet Caf
Meeting Facilities/Rooms
Heart of the House
Parking
Security Office/Area
Showers, Toilettes
Associate Housing

The general cleaning does apply to the following fixtures/areas:


Floors, walls, light fixtures, ceilings, windows, ashtrays, bins, reeling, toilette and sanitary
installations, showers, pictures/frames, flowers/planting, nursery and design objects.

The general cleaning does not apply to the following fixtures/areas:


The kitchen, stewarding, garbage disposal area, associate canteen, stores and receiving area
are the responsibility of the Stewarding and Storekeepers.
However, furniture, departmental equipment/installation and areas excluded as above listed,
are the responsibility of each own Department. Maintenance requests are organized by the
Department Heads, as well as daily, weekly, monthly cleaning schedules of their designated
area.
Some areas/installations might not be applicable to public cleaning and is up to the
Hotels/Resorts organizational structure.

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 1
Housekeeping

Standard Operating Procedure


Update: 05.07.08 / CO-HK-SOP-021

Public Area Cleaning Procedures

Offices

Daily
Empty and cleaning of all ashtrays, waste paper baskets.
Dusting of all table desks, chairs, shelves and other furniture, including underneath.
Cleaning of all the telephones by using a clean cloth, sterilized with an appropriate product
Vacuum all floors and carpets.
Cleaning of ceiling, corners, removing of spider webs.

Weekly
Cleaning of mirrors and glass bays/windows with the appropriate material and product once a
week or as soon as any dirtiness occurs.

Monthly
Deep-cleaning of floors, shampooing of sofas and similar.

Public Areas

Floors
Sweeping of floors thoroughly. (Some properties may use automated cleaning equipment).
Pick up any wastepaper and observe any area that may require special care.
Mop the floor by using the appropriate materials and products.
The toilet area floor shall be thoroughly mopped with the appropriate cleaner in order to
thoroughly remove the soil and annihilate all odours and bacteria.
Mop the entire floor surface in a continuous manner.
Always work towards the door to prevent walking on the freshly cleaned area.

Walls
Spot cleaning of walls, partitions and doors with the appropriate cleaner.
Particular attention to areas that have received the greatest abuse.
Sponging-off of tops, partitions and doors with the appropriate cleaner.
Wiping of all ledges and shelves, checking all areas where dust and dirt is likely to accumulate.

Garbage
Emptying of bins, setup of new garbage bags, cleaning of bins where required.
Wiping of surfaces with appropriate cleaner.

Ashtrays
Ashtrays are emptied, cleaned and refilled (if applicable) with sand or similar and stamped with
logo.

Mirror
Wiping and polishing of all mirrors to remove any smudges with appropriate cleaner.

Window
Cleaning of all windows with the appropriate cleaner.

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 2
Housekeeping

Standard Operating Procedure


Update: 05.07.08 / CO-HK-SOP-021

Public Area Cleaning Procedures

Washbasin - Siphons
Cleaning of all pipes, especially those under the sink.
Cleaning and polishing of washbasin/siphons/faucets with the appropriate cleaner.
Polishing of all fittings, refilling of cleaning soap and disinfection liquids, hand towels or paper.

Toilet Bowl
Cleaning of toilet bowls, pissoirs and fixtures.
Keeping drainage clear with an appropriate drain pipe cleaner.
Brushing, twisting and scrubbing of toilet bowl.
Flush and rinse cleaning.
Wiping and drying of toilet bowl and pissoirs.

Shower
Cleaning of shower heads, walls, floor and fixtures with appropriate cleaner.
De-liming of all chrome fixtures.
De-liming or cleaning of al glass windows. (If applicable)
Keeping drainage clear with an appropriate drain pipe cleaner.
Cleaning and refilling of bath gel, shampoo and conditioner dispenser/bottles.
Flush and rinse cleaning.
Wiping and drying of toilet bowl and pissoirs.
Rearranging/Replacing of bath mat.

Toilet Seat
Cleaning of hinges.
Wiping of toilet seat, top and bottom, with the appropriate cleaner.
Rinse-cleaning, drying of seat and cover.

Door
Cleaning of all doors with a damp cloth.
Cleaning of top frame, door handle/knob.

Light
Reporting/exchanging of light bulbs or neon tubes.
Feather-dusting of light bulbs, never use a damp cloth to clean an operating bulb.

Ceilings
Dusting of ceilings with wheel-away or roll-out cleaning equipment for unreachable ceilings.

Furniture
Dusting of furniture, monthly impregnation with appropriate furniture balm/spray.

Meeting Facilities/Rooms
Mobbing of floors with appropriate equipment daily, bi-monthly deep-cleaning with floor
cleaning machine or shampooing of carpets (if applicable).
Wall, ceiling, light fixtures, artwork, design object, doors, hallways cleaning with appropriate
equipment and cleaner by dry (and wet dusting).
Emptying of garbage bins, ashtrays (outside areas).
Replenishing of flower arrangements as requested by the Department.
Window cleaning with appropriate equipment.
Dusting of electrical appliances such as printers, computers, projectors, screens etc.

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 3
Housekeeping

Standard Operating Procedure


Update: 05.07.08 / CO-HK-SOP-021

Public Area Cleaning Procedures

Restaurant, Bar, Shop, Business Centre, Internet Caf


Mobbing of floors with appropriate equipment daily, bi-monthly deep-cleaning with floor
cleaning machine.
Wall, ceiling, light fixtures, reeling cleaning with appropriate equipment and cleaner by dry and
wet dusting.
Emptying of garbage bins, ashtrays.
Replenishing of flower arrangements as requested by the Department.
Window cleaning with appropriate equipment.
Dusting of electrical appliances such as printers, computers etc.

Guest Floors, corridors, walkways, room pantries, bridges, relax areas, sun decks, reeling, artworks,
design objects
Dry-dusting and wet mobbing daily, bi-monthly deep-cleaning with floor cleaning machine.
Dry-dusting and wet-cleaning with dump cloth of reeling, furniture, artworks, paintings, etc
Never use corrosive cleaning equipment for sensitive surfaces.

Lobby
Dry-dusting and wet mobbing daily, bi-monthly deep-cleaning with floor cleaning machine.
Dusting of reeling, furniture, artworks, paintings, granite marble tops, counters, pillars/poles, sofas,
chairs, cushions, pillows, roll down rain protection (if applicable) and guest areas etc.
Cleaning of glass windows.

Beach & Gym (Resorts)


The general and daily beach cleaning might be the responsibility of the Activity Department or
Pool Attendants; if not, any debris, garbage must be collected (manually or automated) and
the entire sand area thoroughly combed.
Gym/Fitness: dry-dusting and wet mobbing daily, bi-monthly deep-cleaning with floor cleaning
machine. Window cleaning with appropriate equipment. Dry-dusting and wet-cleaning with
dump cloth of reeling, furniture, artworks, walls, ceilings and doors.

Spa, Kids Club, Game Room


Mobbing of floors with appropriate equipment daily, bi-monthly deep-cleaning with floor
cleaning machine.
Wall, ceiling, light fixtures, reeling, door cleaning with appropriate equipment and cleaner by
dry- and wet-dusting.
Emptying of garbage bins.
Replenishing of flower arrangements as requested by the Department.
Cleaning and disinfecting of equipment (sauna, treatment equipment) is handled by the Spa
Associates/ Activity or Kids Club Associate.
Window cleaning with appropriate equipment.

Elevators
Mobbing of floors with appropriate equipment.
Wall, ceiling, light fixtures, door and control panel cleaning with appropriate equipment and
cleaner by dry- and wet-dusting.
Window cleaning with appropriate equipment.

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 4
Housekeeping

Standard Operating Procedure


Update: 05.07.08 / CO-HK-SOP-021

Public Area Cleaning Procedures

Heart of the House


Mobbing of floors with appropriate equipment daily, bi-monthly deep-cleaning with floor
cleaning machine.
Wall, ceiling, light fixtures, reeling, door cleaning with appropriate equipment and cleaner by
dry- and wet-dusting.
Emptying of garbage bins.
Window cleaning with appropriate equipment.

Parking, Security Office/Area


Daily dusting of floors.
Weekly deep-cleaning of floors with floor cleaning machine.
Weekly wall, ceiling, light fixtures, reeling, door cleaning with appropriate equipment and
cleaner by dry-dusting.
Elevator entrances are to be kept free and cleaned, emptying of garbage bins and ashtrays.

Associate Housing
Mobbing of floors with appropriate equipment, weekly wet-cleaning (or where appropriate).
Wall, ceiling, light fixtures, reeling, door cleaning with appropriate equipment and cleaner by
dry- and wet-dusting, monthly.
Emptying of garbage bins and ashtrays, daily.
Replenishing of flower arrangements as requested by the Department.
Window cleaning with appropriate equipment.

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 5
Housekeeping

Standard Operating Procedure


Update: 06.07.08 / CO-HK-SOP-022

Guest Complaint and Request Handling

Objective

This SOP is to ensure, the general understanding and handling of common guest complaints and
requests.

A customer complaint is:

1. A valuable source of market information.


2. A good sales lead.
3. To indicate a negative variance in our quality or procedures.
4. To avoid negative word-to-mouth publicity communicated to the outside environment.
5. An opportunity to improve our service quality in general.

Dealing with an angry customer


If you are in a public contact position, chances are that you will from time to time encounter angry
customers. If angry customers are not handled effectively, they may remain angry, refusing to do
business with our company and they will also probably have made you angry and upset as well.
Learning to deal effectively with angry customers will help you feel better about yourself, it will
increase your job satisfaction, it will help your organization keep customers satisfied and get their
repeat business and finally it will help you succeed in your job.

Recognizing an angry customer


Basically there are two kinds of angry customers: those who aggressively express their anger, and
those who passively express their anger. It is not hard to recognize aggressively angry customers, they
express their feeling immediately and their anger and hostility is obvious. Recognizing the passively
angry customer is a little more difficult. The passively angry customer keeps his or her anger on the
inside. The passively angry customer reveals his/her anger non-verbal and verbal actions.

Some of the non-verbal actions may be:

impatient tapping of fingers or feet


a flushed jaw
clenched jaw
rigid posture
the avoidance of eye contact

Hotel Apology Policy

It is the imperative and paramount of improving service, food and the quality of procedures
constantly and efficiently. Our guests will assist us in that by giving recommendations, information and
of course complaints if they feel a negative variance/inconsistency in our quality or standard.

To resolve, improve and receive a negative comment most effectively and efficiently, the person
responsible for causing a problem must face the customer by him/herself. This is the only way where
we can make sure that associates, regardless of positions, have understood and received a customer
complaint as effectively as possible, and as a result customer complaints will decrease.

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 1
Housekeeping

Standard Operating Procedure


Update: 06.07.08 / CO-HK-SOP-022

Guest Complaint and Request Handling

Dealing with angry customer

Once you have recognized an angry customer, the two major steps are:

1. Deal with the persons feelings

Empathize
Ask questions
Give feedback
Summarize

2. Deal with the persons problem

Find out what the person wants


Suggest alternatives
Share information
Agree on solution
Follow up!

Deal with the persons problem

Find out what the customer wants

The first step in dealing with the persons problem is to find out what the person wants you to do. How
do you do that? By asking.

Suggest alternatives

Sometimes you wont be able to do exactly what your customers want you to do. If you cant
explain why you cant and tell them what you can do that is closest to what their asking for.
Suggest alternatives, allow your customer some choice and help them save face and feel that
theyve participated in the outcome.

Share information

Share information about your companys policies and procedures. This will help your customer
understand what you are authorized to do. When you share information with the customer, dont
give them too much. Be brief and tell them only what is relevant to their situation.

If you cant resolve the problem, refer it upwards to the manager or supervisor. Never refer the
customer sideways to someone at your own level. That would only make the customer feel that
they are being shuffled around.

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 2
Housekeeping

Standard Operating Procedure


Update: 06.07.08 / CO-HK-SOP-022

Guest Complaint and Request Handling

Agree on a solution

After discussing the problem and the different alternatives for solving it, you and your customer should
agree on a course of action. Recommending a course of action shows your concern and will help the
customer make a decision.

Follow-up

Follow up allows checking that the solution to your customers problem has worked and that the
customer is in fact satisfied. During the follow up you should try to make the customer feel important.

Five steps for handling complaints

1. Listen and be open-minded, acknowledge by nodding your head that you listen properly and
receive the message accordingly.
2. Respond with concern. Show them that you care.
3. Decide on actions based on your level of Authority.

If the complaint is out of your area of responsibility call your supervisor or manager for help
4. Take action promptly/immediately. An entertainment might be a good solution at this point,
based on your level of Authority.
5. Follow-up is the customer satisfied and happy?

Is the problem corrected? If yes, job well done, if not return to the customer and find-out why not,
contact you Supervisor or Manager as well.

Collect information

Guests name
Room number
Complaint/request description
Date and Time of request ordered or complaint happened
The complaint is to be accordingly recorded and communicated to the Front Office
immediately.
A feedback/verification call shall be systematically made.

Requests

The Room Attendant shall politely reply to the guest by giving the correct information and acting
accordingly after having carefully listened to the guests request.
If the Room Attendant is not 100% sure about the way to act, the Room Attendant shall seek for
the most suitable person to help him/her.
The request is to be accordingly recorded and communicated to the Front Office immediately.
A feedback/verification call shall be systematically made.

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 3
Housekeeping

Standard Operating Procedure


Update: 06.07.08 / CO-HK-SOP-023

Telephone Handling

Objective

This SOP shall ensure all telephone conversations are according to hotel standard.

Procedure

1. All calls (internal and external) are answered within 3 rings.


2. External calls are answered with an appropriate greeting:
Smile
Good morning/afternoon/evening (Name of Hotel or Resort).
(Name) speaking.
How may I assist you?, how may I direct your call?
3. Internal calls are answered with appropriate greeting, department and associate's name:
Smile
Good morning/afternoon/evening this is (name of Department)
(Name) speaking.
How may I assist you?
4. At the end of the call, associate thanks the caller and let him/her replace the receiver first.
Thank you for your call, have a good afternoon, day, night Mr/Mrs/Ms Brown.
5. When placing a caller on hold, the associate firstly asks the caller if he is willing to be put on hold.
6. If the caller has been on hold for 30 seconds, the operator thanks the caller for waiting and asks
if the caller would like to remain on hold or if he prefers to leave a message.
7. If the caller requests to speak to a person of the hotel (not a guest) and if this person can not be
reached at extension, the associate asks if someone else can help or take a message.
8. If the call is transferred, the associate thanks the caller for the call and informs the caller to
whom and where the call is being connected.
Associates do not give information about guests room number, even if requested from the
caller/visitor. Guest has to be informed before and expressly give his permission.

Housekeeping specific
Repeat all the request(s)/statement(s) etc, record time, room number/department and detail of
request/statement in the log book.
Convey guest request by phone to Room Attendant/Supervisor etc, to deliver supplies to the
guest room immediately.
For sensitive cases etc, forward the caller to the Executive Housekeeper.
Record and log, action by and time.
Review daily log book and follow-up on any discrepancies.

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 1
Guest in Residence
Name 1 Name 2 Name 3 Name 4 Name 5 Name 6
ROOM ROOM ROOM ROOM ROOM ROOM REMARKS

101 112 201 214 301 314

102 113 202 215 302 315

103 114 203 216 303 316

104 115 204 217 304 317

105 116 205 218 305 318

106 117 206 219 306 319

107 118 207 220 307 320

108 119 208 221 308 321

109 120 209 222 309 322

110 121 210 223 310 323

111 122 211 224 311 324

123 212 225 312 325

124 213 226 313 326

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.
Room Status Check Form
DATE Supervisor
Morning Shift Name Afternoon Shift Name
Room Maid Room No. Status Time Status Time Remark

Name1 101 K Villa

102 K Villa

103 K Villa

104 K Villa

105 K Villa

106 K Villa

107 K Villa

108 K Villa

109 K Villa

110 K Villa

111 K Villa

Name2 201 KDXL

202 KDXL

203 KDXL

204 KDXL

205 KDXL

206 KDXL

207 KDXL

301 TSUP

302 TSUP

303 TSUP

304 TSUP

305 TSUP

Name3 401 KSUP

402 KSUP

403 KSUP

404 KSUP

405 KSUP

406 KSUP

407 KSUP

501 TSUP

502 TSUP

503 TSUP

504 TSUP

505 TSUP

Executive Housekeeper:

Date:

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.
QTY of Setup Price
Description
1 Cognac 700
1 Gin 500
1 Vodka 500
1 Whiskey 2 500
1 Local Whiskey 250
1 Sparkling Water 120
2 Still Water 120
1 Beer 1 100
1 Mosquito Repellent 100
1 Condoms 100
1 Beer 2 90
1 Fruit Juice 90
1 Limonade 1 70
1 Limonade 2 70
1 Limonade 3 70
2 Tonic 70
2 Soda 70
1 Juice 2 70
1 lce Tea 70
1 Chips 70
2 Green Tea 50
1 Canhew Nuts 50
1 Chocolate Bar 1 50
1 Chocolate Bar 2 50
1 Smints 50
1 Aspirin 30
2 DHR Water (FOC)

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.
Housekeeping

Standard Operating Procedure


Update: 06.07.08 / CO-HK-RP-005

Lost & Found Tag

Sample:

Running No: _________

Guest Name: ______________________ Room No: ________________

Check-In: ________________ Check-Out: ________________

Area found: ______________________ Date: ________________

Description of Item(s):

1. _______________________________________________________________
2. _______________________________________________________________
3. _______________________________________________________________
4. _______________________________________________________________
5. _______________________________________________________________

Finder: ________________ Department: ________________

Recorder: ________________ Date: ________________

Guest Housekeeping/
Signature: ________________ Security: ________________

The Hotel/Resort takes no responsibility of missing or damaged items found.

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 1
Housekeeping

Standard Operating Procedure


Update: 19.06.08 / CO-HK-RP-006

Cleaning Schedule Public Area (Public Cleaner)

Date
Monday Tuesday Wednesday Thursday Friday Saturday Sunday
Pbl. Pbl. Pbl. Pbl. Pbl. Pbl. Pbl.
Time Cleaner SUP Cleaner SUP Cleaner SUP Cleaner SUP Cleaner SUP Cleaner SUP Cleaner SUP Remarks
6:00
7:00
8:00
9:00
10:00
11:00
12:00
13:00
14:00
15:00
16:00
17:00
18:00
19:00
20:00
21:00
22:00
23:00
0:00

Executive Housekeeper:

Date:

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 1
Unit
Price
Bill No:

Amount
Room No

Date:
Hennessy V.S.O.P

Gordons Dry Gin

Vodka Smimoff

Red Lable

Mekhong whisky

Perrier Sparkling

Evian

Heineken Beer

Mosquito Repellent

Condome

700 500 500 500 250 120 120 100 100 100
Singha Beer

90
Kiwi Juice

90
Pepsi

70
Pepsi Max

70
7Up

70
Tonic

70

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.
Soda

70
Orange juice

70
Lipton lce Tea Lemon

70
Chips (Lays)
70
Green Tea
50

Cashew Nuts
50
Name:

Snicker
50

Kit Kat
50

Smints
50

Aspirin
30

Water free
Total
Tax
Amount
Room STATUS TIME Status Time Duvet Duvet Bed Sheet Bed Sheet Pillow Pillow Bath Hand Face Hand Face Bath Bath Slippers Bed Runner Bed Runner Water Remark
No Morning Shift IN OUT Afternoon Shift IN OUT DLB TWN DLB TWN CASE CASE TOWEL TOWEL TOWEL TOWEL TOWEL MAT ROBE DLB TWN

Mini-Bar Consumption: Mini-Bar Consumption: Remarks

Reported by:

Date
Room No: Signature:

Guest Name:
LAUNDRY
Laundry Hotel Laundry Hotel
Count Count Description Cost Price THB Total Count Count Description Cost Price THB Total
Handkerchief 3 Handkerchief 3
Underpants 3 Panties/Slip 3
Undershirt 6 Brassiere 3
Socks (Pair) 3 Blouse 6
T-Shirt 6 Skirt 6
Sport Shirt 6 Dress 6
Long-Sleeve Shirt 6 Slacks 6
Jacket (Cotton) 6 Night Grown 6
Suit 6 Swim Suit 6
Sport Suit 6 Shoe 6
Trousers 6 Hat 6
Pyjama 6 Towel 6
Swimming Trunk 6

PRESSING
Laundry Hotel Laundry Hotel
Count Count Description Cost Price THB Total Count Count Description Cost Price THB Total
Suit ( 2 Pcs ) 4 Suit (2 Pcs) 4
Jacket 4 Dress 4
Trouser 4 Blouse 4
T- shirt 4 Jacket 4
Shirt 4 Skirt 4
Tie 4 Slacks 4
Suit 4 Evening Dress 4
Sport suit 4
Short 4

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.
Date: Supervisor:

Time Time Time Time


Room No 11.00 17.00 Remark Room No 11.00 17.00 Remark Room No 11.00 17.00 Remark Room No 11.00 17.00 Remark
101 Qvilla 221 KSUP 322 TSUP 426 TSUP
102 Qvilla 222 TSUP 323 KSUP 431 KSUP
103 Qvilla 223 KSUP 331 KSUP 432 TSUP
104 Qvilla 224 TSUP 332 KSUP 433 KSUP
121 KDXL 225 KSUP 333 KSUP 434 TSUP
122 KDXL 226 TSUP 412 KSUP 435 KSUP
123 KDXL 231 KSUP 412 TSUP 436 TSUP
131 KDXL 232 TSUP 413 KSUP 511 TSUP
132 KDXL 233 KSUP 414 TSUP 512 TSUP
133 KDXL 234 TSUP 415 KSUP 513 TSUP
211 KSUP 235 KSUP 416 TSUP 514 TSUP
212 TSUP 236 TSUP 421 KSUP 521 TSUP
213 KSUP 311 KSUP 422 TSUP 522 TSUP

OD = OCCUPIED DIRTY VCI = VACANT CLEANED INSPECTED CO = CHECK OUT ODD = DUE OUT or DEPARTURE
OC = OCCUPIED CLEAN DU = DAY USE DND = DO NOT DISTURB CIT = CHECK IN TODAY
VD = VACANT DIRTY SO = SLEEP OUT OOO = OUT OF ORDER
VC = VACANT CLEAN OOS = OUT OF SERVICE EB = EXTRA BED

No. of OOO Room No. =


No. of VCI Remark :
No. of VD
Total of CIT
Total of CO No. of Ex. Bed =
Total In-H Guest Remark :

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler.
Housekeeping

Standard Operating Procedure


Update: 01.07.08 / CO-HK-RP-011

Sending & Returning of Laundry (Boy Room)


Items Hotel Laundry Laundry Hotel
Remark Remark
OUT IN OUT IN
Bed Sheet K
Bed Sheet S
Pillow Case
Baby cot
Bath Towel - Large
Bath Towel - Small
Hand Towel
Face Towel
Bath Mat
Bad Pcd
Blanket - Large
Blanket - Small
Bed Spraed - Largo
Bed Spraed - Small
Duvet Cover King
Duvet Cover Twin
Kimon
Beach Towel - Large
Beach Towel - Small
Table Cloth Buffet
Table Cloch Whire / Table Top

Napkln
Table Skiris Large
Table Skiris Small
Plate Mat
Glass Mat
Curtain - Latge
Curtain - Middle
Curtain - Small
Bed Sklrts Latge
Bed Sklrts Small
Chair Cover - Latge
Chair Cover - Small
Cushion Cover
Shower - Curtain Plastic
Apron
Carpet - Large
Carpet - Small
Lamp Chade
()
Rag
Dust Mop
Slippere
Laundry Bag
Total
Signature Room Boy:
Date:

This material is copyright protected and is property of Daniel G. Fuchs and Stephan Faessler. 1